Pottery Barn Reviews

On another occasion I had been waiting on hold for roughly an hour when my call was disconnect as their business hours were over for the day. When I immediately called back the recording had been changed to say I was attempting to reach them after hours and would need to call back during regular business hours. When speaking with the shipping department (when your order is rescheduled 6 times in a month you speak with them a lot) I asked to speak to a manager and rather then escalating my call the representative put me back into the normal pool of callers so my call was answered by another phone rep as opposed to a manager. I again asked for a manager and the new phone rep "tried" to reach one for me but said they were all busy and that she would send an email on my behalf and I would receive a call back within 24 hours. I never received a callback.

During another call with shipping I asked to speak with a manager and requested that I be compensated for the delay with my order. I was put on hold, no manager was to be found, but I was told they were able to give me a refund of my shipping fees. I do not think that is fair considering it has now been 4 months since I placed the order (roughly 3 1/2 months at the time of the call), so in addition to the shipping fees I was offered and additional 10% off my order. I confirmed that the refund would be on my entire order and asked when I should expect to see the funds only to be told that it is company policy that refunds can not be given until the product is in your possession. So... no product and no refund.

Timeline of Events to Date: 3/21/18 - Order placed for crib, conversion kit, dresser & changing table topper. Placed the order through a store so that I could specify that I wanted a split delivery and did not want to wait until all pieces arrived. (I had issues with this 4 years ago when ordering my older sons bedroom set.) 4/19/18 - Crib arrived after multiple phone calls with customer service. Order had not been properly coded to deliver the pieces as they came in so crib was being held to ship once the full order was ready.

Mid June - Website said that dresser was available for delivery. Called to see if I could schedule my dresser for delivery as I was still waiting. Was told that the website was wrong (another customer had also called earlier in the day with the same question) and to call back in a week. 6/27/18 - Called about scheduling delivery for my dresser. Delivery scheduled for 7/2/18. 6/28/18 - Received an email saying it was "Time to schedule" my delivery. Called to make sure I had an apt already scheduled and was assured I did. Was also told that I could schedule the delivery for my changing table topper, which we set up for 7/6/18. 7/2/18 - Dresser received. 7/4/18- Email confirming delivery of topper for 7/6/18.

7/6/18 - Received text message at 6:10 am saying delivery would be arriving in 30 min. At 8:00 am called to see if the driver got lost. Was told that a message would be sent to the driver of the truck and someone would get in touch with me. At 9:30 am received a call saying they needed to reschedule my delivery since the item never made it on the truck and wouldn't actually be in the warehouse until the 13th; therefore the earliest it could be delivered would be the 14th. Asked to be scheduled for 7/14/18 in the 9-11am time slot. Was told the timing couldn't be guaranteed but a request would be noted.

7/12/18 - Called back to check on delivery appointment as email confirmation was never received. Was told that there was no delivery scheduled and that the earliest that one could be scheduled was in 8 business days due to "company policy." Anything scheduled prior to the 8 day window would be canceled. Scheduled delivery for 7/20/18. Received confirmation email for delivery. 7/18/18 - Received another confirmation email for the 7/20/18 delivery. 7/19/18 - Received a voicemail that delivery would need to be rescheduled. Called and rescheduled delivery for 7/27/18. 7/25/18 - Received email confirmation for 7/27/18 delivery. 7/26/18 - Received voicemail that delivery would need to be rescheduled. Called and rescheduled for 8/1/18. 7/31/18 - Received voicemail that delivery would need to be rescheduled. Called and reschedule for 8/4/18.

Overall the customer service that I have received throughout this process is by far the worst of any company I have ever dealt with. The fact that you have to wait on hold for hours is bad enough. Not being able to get in touch with anyone in a managerial role and phone reps who just put you back into the normal pool of callers when they do not want to deal with you is completely unprofessional. When questions on text messages, emails, and website statuses are met with service representatives describing them as being wrong or as system "glitches" there is something wrong with the overall company operations.

Unless you have the time to chasing down products that you have paid good money for and may never receive, I highly recommend staying away from this company. At this point it will be a small miracle if I receive the changing table topper before my baby is out of diapers, never mind the refund that I was promised.

I explained to the sales rep that was helping me that I wanted to use my rewards, but when she tried to it would not take off the reward amount at check out. Why??? Because it was a promotional and you cannot use rewards for promotionals and then I wanted to Take20 (which was the code to get free shipping (but you cannot use that). Why? Because it has to be delivered and deliveries are excluded. The ads are confusing and not transparent. They border on fraud and consumers better watch out. I cannot (in good conscience) to do business with this sneaky company that uses bait and switch (but not technically). Why can't companies just "do the right thing". I was a good customer. Shame on them.

1.) I was told by the rep who helped us order that the down wrapped cushions were the highest quality and the way to go - would hold their shape better and longer and give more comfort. Well, the feathers don’t stop popping out... It looks like we kill a chicken once a week in our living room! And those feathers are VERY pokey! I guess it is no surprise that our cushions are so flat, I must have filled a few trash cans with all the feathers over the past couple of years.

2.) The seat cushions held their shape for about a year. They now are uncomfortable and I am having to purchase new inserts so that we can continue to use the sectional (like I needed to spend MORE money on this crap). Luckily I have found a source that can do this for me for less than a new sectional. For now, we have had to put thin wood boards under the cushions to give a bit more support.

3.) We chose a durable slipcover when we purchased the sectional in hopes that it would hold up. It is comfortable and I only spot clean, but it does peel... Too scared to try to wash/dry clean all covers as I am pretty sure it will ruin them. For what we paid, I would have hoped for a LOT more use for the sectional - 1 year is so not worth it, and I feel ripped off because the only way to make my huge investment last is to spend more money on it. This is one of the worst purchases we have ever made, and it has cost us. I like Pottery Barn's style, but I will never buy furniture from them again.

I have now called PB Teen customer service, and then the furniture department that they transfer you to for another endless hold, five times! One time I waited on hold for 90 minutes - not exaggerating! All of a sudden, the online tracking disappears and the order status is back to "in process." In the meantime, PB Teen has billed me for this item and they will no longer return it. So I look at it as they just stole $1600 from me. By the time I get this item, my daughter will not be a "teen" anymore! Every time I call, I waste hours of my day and I get the same response - "we'll look into it." However, I never receive any response and we are going on 4 months. I am reporting Pottery Barn to the Better Business Bureau.

Well, they never called back. I decided to call the PB store where I purchased our sofa (Pasadena, CA) on July 6 and spoke to a male manager. First of all, he was not sympathetic to our situation, and the best answer he gave was, "Since you ordered two items, all items have to be ready for delivery before they can be sent to your house." REALLY!!! So because one chair is not ready, a Grand Sofa cannot be delivered??? That's the best you can do as a store manager??? I kept calling to get an update, but never received any new information.

On July 11, I called customer service again to get an update and what do you know??? They said THE SOFA WAS NEVER MADE AND IT WOULD TAKE ANOTHER 10-12 WEEKS to receive it. They gave me the option to cancel the order or purchase a different color which would arrive in a week or two. After thinking about it, we decided to go with a different color even though the PB designer suggested our original color. The thought of waiting another 10-12 weeks was disheartening and STRESSFUL since we had already sold our couch and were sitting on folding chairs.

When I called the next day to order a different sofa, I was informed that our original sofa was located and will be delivered July 18 along with the recliner... That's 6 weeks from the original delivery date. Considering everything we've been through, for some reason I'm doubtful we'll receive our sofa on the 18th. I'm a big fan of PB, but I'm so disappointed in their service. I had guests over on 4th of July and it was embarrassing not having a couch. They were all shocked to hear about my experience with PB. I really hope they do something about this... this is bad!!!

Another hour passed, I called again, gave my 12 digit order number and asked where the driver was. She told me the shelf had been delivered, I assured her it had not. She then passed me on to another person who could help me with the problem. Waiting an additional 5 minutes for someone to pick up, I needed to give my order number again. I explained the issue, she responded that she could email the delivery company. I asked if there is a name or number or a way to contact them via phone. She responded that was not possible, they could only contact them by iPad but she would email again and call me as soon as she heard a response. Another hour passed.

At this point I canceled all appointments for the day as no one knows where the shelve is and when or if it will be delivered. I contacted Pottery Barn yet again. Waited as I had for each call for at least 5 minutes for the phone to be answered and gave my order number. I asked to speak to a Supervisor. I was placed on hold, waited another 5 minutes when someone picked up. I said I was waiting for a Supervisor. They said they needed my order number and to hold. This happened 3 more times until the last person asked my order number then I got disconnected. I called right back, waited for someone to answer, gave them my 12 digit order number, which I now have memorized and said I was waiting for a supervisor. They said they will pass me to the furniture department.

I waited for the phone to be picked up, I gave my order number and explained the situation and my frustration as it was now 3 ½ hours after the delivery window had ended. I didn’t know if the bookcase was stolen, on the side of the road, or if the driver was in an accident. I just knew that it was not in my daughter’s room and nowhere to be found. I again asked for the number to the delivery service so that I could call them myself. I was told that was not possible as that they did not have that information and the only way to contact them was via email, which I find completely baffling. I expressed that, surely, someone, somewhere at Pottery Barn has to know how to call the delivery center.

At this point, he said he would pass me on to a Supervisor, which was shocking to me as I thought I was speaking with one. After waiting an additional 5 minutes I was told the Supervisor was speaking with another customer and would call me within 30 minutes. 45 minutes passed, no phone call. I called back went through the same process all over again only to be told that there was no Supervisor on site and she would have to email and Skype the one on duty and that he would call me back, but when looking at my order number it seems that the bookcase just arrived in the warehouse and that it is actually not out for delivery. As tears welled up in complete frustration and the work day was coming to a close, I was told that, wait for it… the Supervisor would call me back before 6pm when they closed, in one hour (8 hours since this process began). No call.

I called the next day no bookshelf for my daughter. No call or follow up from Pottery Barn. I called again, waited for the phone to be answered, gave my order number and asked for a Supervisor. I was told there was no Supervisor on site, that her supervisor was in Jamaica and that I wanted one in Dallas. I told her that I wanted ANY SUPERVISOR, she said she would have to email them.

I also asked where the delivery center was so that I could just go and pick up the shelf so that there would still be a chance for my daughter to be surprised Monday when she returns to her newly painted room and bookshelf. I was told there is no way to do that. I told her that I want it delivered Monday, which will now not be a surprise as she will be home. She said that she will note the account but doubts that it is possible. It is now Monday, my daughter has returned, she has a lovely painted room, no bookshelf! Not one person from Pottery Barn has called to follow up or rectify the issue in any way. I still do not know when or if this $600 bookshelf will ever arrive! Disaster. Avoid at all costs.

The person I spoke with told me that the request to cancel the order could take up to 3 days, so I asked that she email me confirmation that the request had been placed. She told me she was not allowed to email customers directly!!! This is outrageous that a company expects customers to wait for an hour to speak with someone, and then they are unwilling to allow their employees to provide written confirmation of what they have done. No accountability at all. All I want is proof that it has been done. Your customer representative should be able to note on my customer account that a request to cancel the order has been submitted. Failing that they should be able to email me some sort of confirmation. Be sure that I won't be purchasing anything from Pottery Barn in the near future, and I will be sharing my terrible customer experience with my friends and family.

I waited another week, logged onto their website and tracked my table. This time the website clearly stated the table had arrived at the distribution center. I called to schedule a delivery. I was given July 13 from 12-2. At 11:00 AM on July 13, I got a call from the scheduler telling me the table top was actually no longer available and I would need to reselect a table. I am thoroughly disgusted with this company. Every time I try to call Customer Service, I have to wait at least 30 minutes ("due to heavy call volume"). Out of curiosity, I checked their website and they are advertising the same table I ordered for a one day only sale today. What is going on? I can no longer take the time to keep trying to call customer service. I have notified my credit card company to put this charge into dispute. I will never do business with this company again!

I've ordered a conversion kit for my child's crib via the phone at the Mission Viejo Pottery Barn Kids store (located at The Shops at Mission Viejo) and it has been three weeks already and the kit has not been delivered to the store yet. The store staff does not follow up even though the lady who took the ordered told me at the time of the order that she would follow up, the store staff does not return calls, and the only time they are nice to you is when you are placing the order.

No follow up, no explanations. When I called online support, the lady was on the customer service line was very rude, and was so upset that this order was not in the system because it was ordered through the store, that she yelled at me for not knowing why the order that was placed at the store is not shown in her system (why would I know?). Anyway, Pottery Barn has nice things on their store floors and online, and they will bombard you with emails every day, but when you actually place an order with them, it will take several months before you can see the stuff you paid for - it goes for the whole family of stores, PB, PB Kids and PB Teen.

I understand a delay. What is unacceptable to me is putting items for sale on your website that are not available, nor near available, to actually be shipped from the vendor. I haven’t not been able to hang anything on the walls this whole time because I've been waiting on these items. So, not only do I not need this stress 3 weeks before my due date, but now I need to figure out how else to decorate my walls and find other items. Would really have liked the information that it would take at least 6 months for these items to be available. If it’s even that soon.

The second chair did recline -- for a DAY. After that I'd have to press it back and hold it there, all the while listening to the noises the mechanism made, squeaks and groans like it might burst and impale me. I began to feel as tho I did something wrong. Maybe it was my fault that the @PotteryBarn Comfort Swivel Glider Recliner wouldn't recline/squeaked like it was dying. Could it be I'm too fat for a recliner? Well checked the weight limits. IT'S NOT ME. When I called the same rep, he said that the social media (Twitter) reps had commandeered my case. He'd tried to order me a second exchange but was forbidden from handling my account. The Twitter rep was a nightmare who couldn't read a post accurately and works only 3 days a week. Then her haughty supervisor got involved.

She said I could have a repair guy come here to diagnose the problem and possibly fix it. Turns out that's not even something they offer in Los Angeles. I said no, as this chair wasn't even as comfortable as the first one, please exchange it again. After all this I was willing to give the chair one more try. It's pretty and as a glider I like it. Except for the squeaking!

Those heinous customer service women with their self-righteous, unyielding determination made me feel like crap. All the while there IS something wrong with these chairs. For all I know the third one might have been ok. But they absolutely refused to exchange it again as though this was all my fault. They said it was vital to examine the chair to see why this was happening. Basically all they wanted was to cut their losses and for me to stop tweeting about the crappy chair and their obnoxious customer service.

So I said OK pick up the chair. Of all the ones I tried, it was my favorite. If their chairs malfunction like this when one old lady sits in it, how are they supposed to hold up to the rigors of young children? Meanwhile, this was just one of several bad Pottery Barn experiences. I ordered accessories for my bathroom, which were mis-shipped, not the same as pictured, on sale in stores for $3 when on the site were still $39. And I spoke to a number of surly customer service people. At Pottery Barn they seem to feel you've been drafted into their army and they're your superior officer. Do it their way or else, no matter what you want. Oh yes, they're polite, but saying "I apologize" and "We want you to be happy" means nothing when they go out of their way to thwart that goal. Ultimately it's quite clear that PB doesn't care about the customer. That combined with the expensive, cheaply made in China stuff they sell should prevent anyone from buying there.

I've been forced to order a BarcaLounger chair online. No idea if it will be great or not. It certainly won't be as cheaply made. No matter if so, this PB Kids glider/recliner is the chair I wanted, for it matches my decor, and I feel completely mistreated by Pottery Barn. I can't fathom how anyone would have loyalty to this company after all the crap they put me through on the purchase of the chair and all those bathroom items. They act as though the customer is there to serve their wishes rather than the reverse. As I've had nothing but stellar experience with Williams-Sonoma, it's incredible to imagine how they're the same company. Of course everything I've bought from W-S has been perfect, so I've never dealt with customer service there. And that's the way it should be.

But this wouldn’t be so bad as I knew buying this table it would be a while before I got it. The chairs on the other hand were to be delivered 4-6 weeks from my order (May 14-28). Well it’s July 4th and still no word on when I would get them. I’ve attempted to find out information and I get almost nothing but many apologies. The customer service people are nice but tell me nothing, do nothing, and don’t offer any incentives to become a customer again. I say avoid buying furniture from them. Maybe lamps and other accessories but not furniture. I will say I ordered a leather recliner and it was a great experience (my reason for this order). But after this I will be going somewhere else. Very poor experience.

I returned the rug the next day. At that point I inquired what the warranty was for the couch. They stated that it was one year. I asked if I could get that in writing, as a printout or email or website. The company stated that they had no written warranty available. Would you buy a car if the salesman said there was a six month warranty but refused to give you a printed copy? This store is creepy and predatorial. Buyer beware. Every other furniture store my wife and I researched offers a printed warranty online.

On June 30th, I received an email from PB informing that the back order was indeed December 24th - 30th!! Out of curiosity, I went back online to see what new potential customers were being told if they ordered the same table. It was stating that the same table was on back order till October. I contacted customer service to see what was going on and why new potential customers were being promised an earlier back order date than mine.

No one could give me a straight answer after being put on hold for over 20 minutes and disconnected. I asked to speak to a supervisor and they informed me that someone would contact me when they were free. 3 days later and still no phone call. I am contemplating returning the bench and chairs and taking my business elsewhere. Buyers beware that Pottery Barn isn't honest when it comes to their back order delivery dates. I for one, would have never had ordered this $2400 table if it was on back order for 7 months! After furnishing half my home with PB, this has been a huge disappointment!!!

I ordered a desk chair not an entire couch with custom fabric. It has been 12 weeks and I have no chair and it doesn't appear that I can expect delivery any time soon. Pottery Barn is an absolute joke and I will never order anything from them again. 12 weeks is a completely ridiculous timeframe for a simple desk chair and I'm sick of hearing that they cannot directly contact the vendor and can only email them.

I waited another day and then I called to see what the delay was and was told (after 3 calls, several transfers and two hang ups totally about 45 minutes) that the bed was in but scheduling was very busy so I would hear from them by the end of business later that day... I did not. I called the following day and again (after a long delay and several transfers) was told that I would hear back later that day and the bed could be delivered in the next few days. Trying to be proactive, we took the old bed apart and donated it so that the space would be clear for the new bed and we scheduled the mattress to be delivered 5 days later which would ensure plenty of time to get the bed delivered first.

When I didn’t hear again the following day, I called and this time I was told that the bed was still in California... we are in New Jersey. I explained that I was told that the bed was going to be delivered to my house in the next few days and now I no longer have a bed to sleep in and how do you lose a king sized brass bed? The rep put me on hold to review the case and then came back on to let me know that the bed was in transit on two trucks and only one had arrived in New Jersey and they weren’t sure where the other truck was so they would call me when it arrives in New Jersey. I felt like I was being “Punk’d” and asked to speak to a supervisor. I was put on hold and then disconnected.

I was stunned and now angry, called back and, after more than 25 minutes, another rep listened to the entire story again and then apologized, put me on hold to review the case and then came back on to say that the rest of the bed would be in the following Monday at the latest (this was Thursday) and someone would call to schedule delivery by Monday afternoon. I was grateful that this rep was at least kind so I thanked her and hoped that I would hear back the next day, which did not happen. Monday, no call. Today is Wednesday. Still no call. The mattress was delivered today so now I have a new mattress on the bedroom floor but no bed. Still not sure where the bed actually is.

This afternoon I decided that enough is enough and I called to cancel the order. I would rather buy a bed from Ikea or Wayfair who actually deliver when they say they will and for free! So after my daily 20 minute wait to speak to a rep from “furniture” I was told that this is a “special” order and is non-refundable. UNBELIEVABLE and UNACCEPTABLE! I run a company and I would be mortified and outraged if my staff treated anyone the way that Pottery Barn has treated me (and apparently hundreds of others)...

I NEVER write reviews. I have NEVER made a formal complaint against a company before. However, I am now hellbent on getting the word out about the incredibly bad service one can expect if you are naive enough to order from Pottery Barn based solely on their hype like I did. I will NEVER buy another thing from any of their stores and I will tell everyone I know about this experience to save them from repeating the same mistake. And I still do not have the overpriced bed that I ordered and paid for.

When we called back with the estimate, somehow there was no record of that phone call. After spending an hour on the phone with "Customer Service", we were first offered a $25 coupon, then that person's superior offered us a random $93. Then that person's superior said, and I quote, "We are a business in the business of making money." So their customer service IS NOT HERE FOR CUSTOMER SERVICE! (There's a recording, Pottery Barn/Williams Sonoma, you can pull it up from 6/26/18.)

We were told we'd hear back in 24-72 hours after demanding to speak to that person's supervisor since person, Ty, did not have authority to oblige with our reasonable request. I am appalled that any business would ever say this to a customer. I've had some pretty bad customer service issues and stupidly kept buying from this company whose product and customer service has nosedived in recent years. PB, Williams Sonoma, West Elm, Mark & Graham and Rejuvenation will never see another penny from us again. Disgusting how they treat longtime customers.

Per customer service, the “refund time” was only 30 days; however, for the expense of purchasing a supposed “quality” product, the company should review this policy. I am not asking for money back - I am asking for customer satisfaction, whether it be synthetic alternatives to the down or a credit to replace these items. The down fill used for these items were obviously of poor quality.

Meanwhile, my couch was shipped on June 9th and appears on my billing statement, but no couch. I have been told it's ready for delivery and unfortunately the truck is full and they could bring it last Sunday and they would call to schedule, and when I hear crickets, I called back and no one knows what I am talking about. Meanwhile, I look over at my neighbors driveway on Sunday and they received a Pottery Barn delivery! I bought this couch, planning well in advance for company that has now come and gone. I am beyond frustrated and cannot believe the lack of avenues for resolution. As consumers, we are at their mercy. Once I receive this couch, I am cutting up my Pottery Barn Card and WS Card. I am disappointed beyond belief. Ridiculous.

My husband calls and they ASSURE him that we will have the couch by the end of the month. As you can see from the date of my review, it's now June 26th and in that time, the delivery date has been changed no less than 4 times and it now says that it will be shipping mid-July. This is unacceptable. We have had to postpone plans, the guests we were expecting (and the reason we purchased a sleeper sofa) have come and gone and have had to sleep on our floor, and our time has been wasted. Never again. Today we cancelled our order, which I highly doubt ever shipped in the first place, and I can honestly say that I will never shop there again.

The first customer service rep said that she could not see the promotion (it's on the HOMEPAGE). I pulled up the code on my computer and it worked immediately but she claimed that the code was not working. Then, she said that the code works but not on the item we selected. Again, I explained that I had the item in my online shopping cart on my computer and the code works just fine (taking $99 off the order). She said that she didn't have the authority to add any codes to the order (so let me talk to someone who does have the authority?) and that she would have to ask someone else in customer service to do this.

She placed me on hold 6 times for a total of 10 minutes each time. She kept returning and saying that she was unable to get a hold of another customer service manager. I asked to speak to anyone else - a manager, supervisor, and she said no one was available due to high call volume. I agreed to continue to hold. After one hour and 10 minutes, she transferred me to a "manager" who said that they were unable to do anything because we already placed the order. I, again, explained that my mother-in-law is elderly and did not know how to enter in the code. He said that it's too late.

I gave up and asked him to cancel the order and I would just place it online on my computer with the code. He said that was fine but that we would be charged $200 for shipping because the order has already "shipped". I said that I did not get a notification about it shipping and he said I wouldn't hear about it for several days because shipping takes a while. How convenient!

This is one of the worst customer service experiences I've ever had. They purposefully put me on hold for an hour in hopes that I would hang up. They said I can't cancel the order because they would charge me $200 for shipping if I canceled. I'm very disappointed in this company and would not recommend anyone use them for baby registry items or regular items. We purchased a sofa from them last year and typically buy about $10,000/year from them in home goods and were planning on continuing to buy for our growing family but they clearly do not care about their customers. Message received!

January 5, 2018 - write an email to customer service trying to find out where the replacement half of the sectional is. Email is ignored. February 2018 - get through to a service rep who tells me 8-10 weeks for the replacement and it will come in April. April 30, 2018 and I have not heard a word from PB, call customer service, they tell me... 8-10 weeks. at that point I am over it and I tell them to please cancel the order, take back the half that I have, and issue me a refund. Customer service says fine, they schedule a pickup and tell me that 10 days after pickup I will get the credit. May 15, 2018 - they come take away the half sectional.

June 18, 2018 - No credit is ever issued. I call customer service to inquire about the refund, she says I have to go to furniture. On hold for 20 minutes with furniture, they check all the notes and tell me the refund will be processed in 3-5 days. June 25, 2018 - I call to check on the refund, am on hold for 15 minutes until a rep comes on, she tells me she can't access my notes and puts me back on hold for 20 more minutes. Next rep tells me that they can't process the refund because my Credit Card "token" has expired and give me another number to call to get the credit card reauthorized. I call this next number, and they tell me that credit card tokens are not a thing and that they can only issue a refund to the original card. I tell them that is completely fine, and they have put me on hold for another 36 minutes and counting...

The level of incompetence, lack of communication, lack of ownership of a problem, lousy (or understaffed? customer "service") is staggering. Their reps make stuff up to get you off the phone, or they just hang up. It's impossible to get through to anyone and then they all tell different stories. And nobody follows-up proactively, it's up to the customer to chase down information. You just cannot make this stuff up. I have spent HOURS trying to just close out this nightmare. I am SO SICK of their hold music and I can assure you I will NEVER buy anything from Pottery Barn again.

On the day of delivery, I called at 6am to be told that it was never scheduled. I have been waiting and rearranging my calendar to get my furniture only to be shocked and disappointed at every turn. I have called over and over, this is not the way I should spend my time. Pottery Barn, Horchow, all affiliated companies are incapable of performing their business!!! They are completely incompetent and nobody should count on them to perform as a trusted business. It is such a shame!!!

I emailed customer service and never received any reply. So I called and spoke with someone named Kaya. To say this person could care less would be an understatement. Clearly there’s an issue with the towels but she insisted there wasn’t and could provide no guidance or explanation. She offered to replace the towels but refused to even address the issue of the MIA bath mats. I said if she wouldn’t help me then I would cancel the whole order. She said okay. I asked to speak with a manager, was put on hold for ten minutes. She came back and said someone would contact me in 24 hours. I’m returning everything. I called Nordstrom. They were SO nice, and shipped $400 of towels overnight for $15. I will cut up my Pottery Barn card today.

I am currently waiting on a “supervisor” to call back. I have waited on hold for over 45 minutes concerning this same situation altogether. At this point, I am considering demanding a refund including shipping because this purchase was made solely based on the fact that I had rewards to use. I have wasted more time trying to get any kind of assistance in resolving the matter. When you spend nearly $2,000 and then have to work this hard to get a rewards certificate redeemed it is not worth it! It would seem like a company like Pottery Barn could offer better customer service. Very disappointed and unhappy!

It seems as though Pottery Barn is nothing more than a call center and simply places an order with another vendor once you make an online order. And nothing is more frustrating than receiving 5 partial deliveries over 2 months on something 'ready to ship'. Do your research, find the suppliers and order direct. And finally, any rewards earned quickly expire and are lost forever! Currently waiting for delivery of my last and final order from Pottery Barn due to the inability to supply what has been paid for in a timely manner. Don't market and sell items that are knowingly unavailable!!!

I asked if it could be delivered sooner because my family and I will be out of town that week. She said I should call the delivery hub myself and ask for a sooner delivery date. She said they make out their delivery list on Sundays and for me to call first thing that morning. I called Sunday morning... They were closed. No big deal, it was Father's Day after all. I called the delivery hub this morning, the guy said that my item was not in their warehouse... He didn't know where it was. I called PB customer service, she wasn't sure why Deborah told me that my item was ready for delivery because it was still in transit from Georgia to Tennessee (I'm in Alabama, by the way). I asked when will it be delivered to the hub... She said June 29th. 3 weeks after I ordered my sectional (keep in mind this was not a custom order... oh, and it will be delivered to the hub, not me... that'll take an additional 2 weeks).

I asked was it normal for an item to travel for over 2 weeks and she said yes. Ridiculous. The bottom line is I won't receive my sectional until a month after delivery. This will be the last time I'll shop at PB. I ignored the fact that PB have HORRIBLE reviews on their quality, customer and delivery service... and went against my better judgement and got a PB credit card to order my item and additional ones to furnish my home. Seriously considering paying it off right now and closing it. I have family coming to my home and no furniture in my living room. PB needs to stop advertising the "quick ship" products if it takes just as long as an custom order.

Two weeks past and I called again. This time no one knew why someone would tell me that date and that there was something wrong it the PB Teen System and my order was never placed. So they requested from the vendor to provide an update and they would call me back. I went around and around getting the same feedback for 2 months, never heard anything. I even called every few days to check for updates. I at this time have probably spent over 8 hours on hold and on the phone with PB Teen on 15 different occasions. I was told my order was never placed, the new system dropped the order, there were fabric issues, etc. No resolutions though.

Finally I spoke to Justin **, a Furniture specialist. He assured me that he would monitor and track the whole issue and that it seemed that my couch would be ready by June 23rd. I emailed him twice again to check on status with no reply, so I called again today (June 17, 2018) to check on status. My call was answered by another Furniture Specialist, who told me that my couch was never built. To find this news out at 15 weeks is beyond irritating and disappointing. I was advised to cancel my order since it was so messed up, which I did. Then I could place a new one and get my couch sometime in October.

I ordered this couch with plenty of lead time for a big family gathering at my house on the 4th of July. Knowing that PB Teen strung me along without letting me know of the order issue and telling me it was coming is beyond words, it's already been 15 weeks waiting and the lead time listed was 8-10 weeks. I could have gone to another company and ordered something, now it’s too late to get anything in time for my family event.

The lack of respect this company has for people is awful. I will do my best to ensure that the lack of respect for customer service is communicated publicly so others do not end up in a situation like I am. The sad thing is that after a quick search on PB Teen complaints, I realized this is a common issue and that I was not alone. This is unacceptable and I assure you that I will do all in my power to keep more from ending up in my situation. Come on PB Teen, you can do better!

I was not close to home and asked that they leave the product and they didn't. Aren't all Calls recorded these days??? I then called customer service and explained how the purpose of the order was for a Mem Day BBQ and now I wasn't going to have the product in time as there was no other delivery slots before the holiday. They were useless and unapologetic. They also said there was no record of my previous delivery requests only that I wasn't there to accept delivery (how convenient for Pottery Barn). Here in lies the problem... No record of my first 4 calls and attempts of delivery which never happened but now a note that I wasn't home for delivery... Really? Convenient how record keeping works at this company.

Finally, after missing my window for the holiday the wheeled umbrella base was received. However, it seemed as though an "anchor piece" was missing and therefore the umbrella tips over when placed in the base. I have since placed 4 phone calls to customer service who then send me to furniture delivery regarding this issue. And furniture delivery sends me back to customer service... Now, conveniently, I have been told the item is permanently out of stock... I bought this item one month prior and now it is out of stock permanently??? Of course with no previous disclosure!!!

I am beyond frustrated and now just placed an order for the freestanding base so that I can actually use my umbrella this summer. I still have no way to return the original base as the box was disposed of. Pottery barn will not credit my order until the merchandise is received back in their warehouse. However, they better credit me for 100% of shipping charges this fiasco entailed. Additionally, I better not be charged for return shipping as well now that I have to go and buy a box and ship this extremely heavy piece back to the company on my own free time and money... DISASTROUS... PB should accept returns in stores and credit for shipping when they send faulty merchandise. TERRIBLE EXPERIENCE. SHAME ON YOU POTTERY BARN.

Today I received an email saying it was time to schedule my delivery. I called the number and the woman informed me that my delivery date was scheduled for the 22nd. & that I was talking to the wrong department every time I called! I have spent hours on hold, spoken with at least 6 Pottery Barn associates, have scheduled and confirmed appointments, have had friends meet me at the house to help with moving furniture for deliveries that never transpired. Then to be told just now that the people I spoke with at Pottery Barn customer service were incapable of connecting me with the proper person... I’ve never experienced this level of disorganization and miscommunication with any company. This might be the last time I order from Pottery Barn, the frustration isn’t worth it.

So all the items were delivered to Charlotte without me there, and because I did not receive them, UPS sent them all back to PB. But Pottery Barn has not given me credit for the items on my PB credit card, so I still owe over $11,000 for items I never received, and I still can't get anyone to do anything about it. All of this has been going on for weeks, and I am just sick over it. I feel completely helpless, because I can't get anyone at PB to take responsibility. And I'm very sad, because I wanted the items so much for my new home. The only thing I can do is give PB bad reviews and try to work it out with the credit card company.

Updated on 07/21/2018: I have already left a review describing my hellish experience with Pottery Barn customer service (which was eventually resolved after 2 months but not without taking years off of my life). I also wanted to mention that Pottery Barn charges you interest on your credit card even if you pay the balance on time. They have some complicated formula for this, which I don't understand, even though I am a mathematician!

Updated on 08/24/2018: When my original ConsumerAffairs complaint about Pottery Barn (June 15) was responded to by a representative who sent me a private email, gave me a new shipping window, and a discount -- I was hopeful that they would restore my faith in this company. I was wrong! The new shipping window came and went, the new representative I was pawned off on was "So, so sorry" but has no update for me. He has "reached out" to the vendor. It is now almost 6 months since I ordered this sofa. Yet, this sofa (Tallulah) is still in their recent catalogues and email advertisements! How can they still offer an item that they clearly cannot deliver?

I provided photos of the furniture and photos of several tags on the pieces and cushions. And I get back "those aren't our style numbers or item numbers" - the tags actually say "manufactured for Pottery Barn". Now I have been told no one in the store can identify the style - that it doesn't align to any of the current styles and they do not think I will be able to replace the slipcovers. I asked if they could look up the purchase from my old Pottery Barn credit card - I was told no - that can't be done. I asked if there are resources at corporate that could assist - I was told no - nobody to assist at corporate.

How is it no one knows the sectional lines that the company has sold over the years? In 2003 I know there were not many styles of sectionals... How is it no one knows if the new manufacturer for Pottery Barn kept the same dimensions of the Mitchell Gold furniture? Why buy a slipcovered sectional if you cannot replace the slipcovers? Extremely frustrating. The furniture is in EXCELLENT condition - just need new slipcovers.

When uncovering the set for the spring, we found a huge crack across the middle of the table. I spent over an hour on the phone with a lady that said that she couldn't do anything because I had received that credit last season. Again, that credit was not given so that I would keep the table forever. It was more like the lady saying, "Sorry your table is messed up AGAIN." By the end of the phone call, she agreed that she would get a new order moving along and call me back with more details by the end of the day.

Needless to say, I never heard back. So I called back again and spoke to another, kinder, woman. She processed the order right away and that a whole new set would be on its way once they came back in stock at the end of June. Now, early June, I received a letter saying that the order is not coming because the order is no longer in stock and they have no idea if it will ever be. I just went on their website and saw that it and other versions of this table are clearly available and for sale. To boot, the table now has 3 cracks running the full length of the table! Clearly this table is hollow and poorly made. What if this thing collapses on my kids? It's 425 lbs. Now I have to spend another few hours on the phone trying to get a replacement table that won't fall apart. You'd think that when you spend over $3000 on a table set it would last more than a month.

I emailed customer service as well with the same results (I was told numerous times a ticket was submitted and I would receive an email in 24-48 hours). Not once did Pottery Barn contact me. Finally at 10 weeks I was notified we was ready to schedule for delivery. We were so excited to finally be able to move back in our bedroom again. By the way, we had to reschedule with Sleep Number delivery six times so far because we want them to set it up and we need the platform bed to do that. Well, the day came for delivery two days ago. Our delivery guy informed us that the supporting center rail was missing for our bed. Set up could not be completed. Again, no one made the contact with us as to how this will be resolved.

We have called each day and have been told we have to wait for the vendor to email us. We bought and paid for this bed through Pottery Barn and they have passed the buck to a vendor we cannot contact. In our opinion PB should be bending over backwards to take care of their customers and overnighting the missing rail. They have led us to believe we will have to wait until July for this missing part which is totally unacceptable. So, bottom line, buyers beware, especially if you don't want to sleep in an air mattress for almost four months.

I followed the directions marked on the tag from the manufacturer and when I pulled them out of the washer both the quilt and bumper were so ugly. The black ran ALL over the pretty white and now it looks like crap. Tried to take it into the store that I purchased it from (PBK- Stonebriar #595) and had the worst experience in my life. She said, "Oh that sucks. The most we can offer you is $25." Umm well since I paid a crap ton more than that and $25 won’t even buy 1 crib sheet I just took my ugly quilt and bumper back home. I would have expected a lot more from Pottery Barn especially Pottery Barn Kids. It’s bedding for Kids. Kids are messy. Messes need to be cleaned. When I clean bedding especially when I follow the directions, I expect them to come out looking like new not ruined then told well sorry. Extremely disappointed. We’ve spent so much money with PB and if this isn’t resolved we’re done.

The morning of expected delivery I got an email that the delivery needed to be rescheduled because the chair didn't arrive at their warehouse yet. I called and it is now scheduled for another week out. The customer service rep at Williams Sonoma informed me that the warehouse attendants were not given enough time to pick the order. Why was I told 2-6 days? There are two warehouses across the street from each other and the chair has to be moved from one to the other before being loaded onto the truck. This didn't happen in the 10 days that had past. She assured me the chair is now in correct spot and will definitely be delivered next week. If it is now in the correct spot why is it not be delivered today as promised?

I was planning to buy a couch from Pottery Barn and now I will definitely not. After reading other reviews it is apparent that this is a recurring problem, and people are waiting a lot longer than I for their furniture. It makes me nervous to read these, I am mentally prepared not to receive my chair next week. If it does not come on 6/12/18 as promised I will cancel the order and expect a full refund.

The coffee table was put on hold for me and I was able to pay for and pick it up by closing time. Around 6:30 PM, my father and I drove south of where I live to Mission Viejo for the express purpose of picking the coffee table up before he went home for the day so I would have help carrying it up to my third floor apartment (my family lives an hour and fifteen minutes away from me). After paying for the coffee table, we went to the loading dock and had one very large box put into my car.

Once we arrived to my apartment, we noticed that the box was pretty light. Opening the box up, it occurred to both of us that they had only given me a FRAME for the coffee table. Hey, no big deal, they just forgot the glass, right? WRONG. After calling the Mission Viejo store, I was told that, "Just kidding, we sell the glass separately here and you will have to pay an additional $50 for the glass, and the best discount we can offer is a 15% one." Now, I'm an engineer capable of doing higher level math and this simple algebra was stumping me: the coffee "table" was now going to cost me ABOVE their advertised price in store AND online because the very part of the table that makes a coffee table a table is SOLD SEPARATELY? I told the store that they could expect to see my coffee frame back at the store tomorrow because I was not going to have any of this.

However, my father then suggested that I call Costa Mesa's Pottery Barn, since I was explicitly told there everything comes in one box and I originally placed the hold from that store. After speaking with a sales associate who was not the original person I spoke to at the store, I was told that they DO in fact sell the glass separately (???), but that the Mission Viejo store should have just sold them to me at the same time as logic would have it. He went on to talk to the Mission Viejo store to "find out what's going on" for me. During this, my father had to leave. When he gets back on the line, I'm told that I should be expecting a call from Mission Viejo to discuss the glass for the table (like that went so well before). I also asked him if delivery of the glass to my apartment was possible for my hassle since I now have to carry a delicate slab of glass up to my third floor apartment alone and he said, "I'm sorry but no". Pleasant.

After getting a call back from Mission Viejo, I'm suddenly now being offered the full discount I should have received on the glass in the first place, but I still am required to go and pick up the glass on my own with no delivery option available even though this is THEIR PROBLEM. When I'm literally being told by a sales associate that they just "can't remember" which pieces come separately, I lose faith in a company's ability to hire people who actually give two craps about a customer's business. Their inability to figure out that I needed the single most important part for my coffee table has now caused me to have to play phone gymnastics, waste even more gas and my time, and risk breaking the glass whilst carrying it up the three floors alone. For the price of the coffee table, that's not worth it to me.

And to think, if I hadn't gone the extra step to call the Costa Mesa store I was originally at, I would have still been milked out of more of my money by the Mission Viejo store who only decided that the maximum discount they could give me on my necessary product was 15% even though the store advertised NOWHERE ANYWHERE AT EITHER STORE that the two things were sold separately. Hasn't ANYONE in their marketing department heard of FALSE ADVERTISING? Pottery Barn is horrid and I have an extremely hard time believing they're still in business pulling crap like this. I just want to return this stupid coffee table and never do business with them again.

Needless to say we modified our order to get something that was in stock in order to be delivered by May 1. The kind sales rep at pottery barn places our order for us with expected delivery date of April 6-24. April 17th rolls around and still no call. I called them and the lady informs me she works for Williams and Sonoma. I was then informed that pottery barn as well as PB Teen PB Kids etc, West Elm... had filed for bankruptcy and were bought out by Williams and Sonoma. Red flag right there.

They apologized and said my furniture was in warehouse ready to ship and scheduled a delivery date for May 2. I accepted the delay but also didn’t realize they were not suppose to charge me for the furniture until shipment date. I was charged in store on March 23. 10,000 dollars out of my account for months now. May 2nd rolls around. We have to take work off for delivery. They call saying they will be arriving with sectional and table at said time.

About an hour before delivery I get a call. “We are arriving soon with your table and HALF of your sectional.” Excuse me? Half? When the delivery drivers showed up they had NO couch but they had a table. Interesting how it was in the warehouse April 17? Then on the way, then half couch, then no couch. Contacted customer service about the couch. Spending hours upon hours and weeks upon weeks we’ve come to the conclusion that there is a huge disconnect between vendors, warehouse and customer service.

After spending 17+hours (over a couple days time) on the phone with representatives and on hold our couch was nowhere to be found. By this time I’m pretty irate. Walk over and take a look at the dining table. It was NOT what we ordered in store. Had a professional come take a look and he said it was not all real wood. There was some wood but mostly laminate and plastic. For 2k this better be real. Pottery barn claims all furniture is handcrafted in North Carolina. We contacted the store we purchased from. Had the associate crawl under table and ask what trademark was on the table. It said handcrafted in North Carolina. Unfortunately ours did not say that. Just a sticker that said made in Vietnam. Not only are they taking money from you before shipping, delaying delivery dates because furniture doesn’t exist but they are sending cheap fake furniture!

Let me tell you they did a really good job pulling off the fake look. We scheduled a pick up date for table so we could be reimbursed. They didn’t show twice after taking off work for pick up. Finally May 16 they show up. Take table. Shockingly received a check in the mail after talking with the Vice President of Williams and Sonoma. We asked to cancel our couch and chair orders because of all the runaround and bad quality of furniture (what you see in store is real. Don’t be fooled with what they deliver) after asking to cancel and refund money they said they can’t until we receive the items and say we aren’t satisfied and then they can schedule a pick up and refund check. No way! Needless to say we did end up getting our refund for table and couch.

However we are still waiting to see if those chairs show up so we can pay a delivery fee to have them turn around and pick them up? Makes absolutely no sense. Just wanted to make sure others know so they don’t struggle down the same path as my family has. To purchase a new house. Order new furniture delivered by April 24 ? And now it’s June 1. Waiting for full refund and furniture less. Been living without furniture since March 15th now. Real hard to purchase more when Pottery Barn possessed $10,000 of my dollars. Ugh. Please shop elsewhere folks. Don’t let me forget this. Pottery Barn is in a class action law suit for their bedding. And yes I paid 992.00 cash for bedding???

I would very much like for an exchange but also would like someone at Pottery Barn to know about my experience. Consumers have numerous options and Pottery Barn doesn't sell anything that couldn't be found somewhere else. Customers return to a retailer for the quality of the product and customer service. Pottery Barn has failed on both counts.

It's as if they are trained to be helpful and genuine but dishonest about action taken and trained to NEVER respond back to a customer after the initial call. I even left a message at the Corporate Customer Relations' phone number and didn't receive a call back! It's too bad that their products are undermined by a despicable customer service department! I wonder if Williams-Sonoma's Pottery Barn Brand President, Marta Benson is aware of (or cares about) the customer loss caused by her customer service department? I again consider myself an EX-customer and will not be ordering again!!!

I have been in the process of selling, remodeling a house for the past year and this was my last project. Spent an hour moving the furniture to receive the delivery. This was a $1349 desk and it should have been delivered in pristine condition the first time. I think waiting another 4 weeks is unsatisfactory and pottery barn should intervene with the vendor to have this piece sent immediately. I think their quality leaves a lot to be desired and the customer service reflects shoddy interest of the customer's needs. I have paid for a product that I do not have. I will think long and hard before I do business with them again.

Updated on 05/26/2018: Pottery Barn Epic Fail!! I posted this review, Since then a Pottery Barn /Williams Sonoma person contacted me apologizing and asking for my information again. I also called their customer service again and nothing new has changed. I've talked to eight different customer service people, the issue was never resolved, the piece was never found and nobody ever called me back. I finally cancelled the order, but they couldn't give me a cancellation confirmation number or anything, she just "put a note" on the order and I guess I'm just supposed to hope for the best.

Since then, I've been on the phone for at least 4 hours, waited for a 'supervisor' to call me back, and still have been told I need to pay for the chairs now and I could return and buy a new set. Totally unacceptable. I do not want to walk into that store ever again, and in order to get what I want, I either have to blindly pick a fabric---which with their descriptions, is not easy, or I have to keep a chair I hate. WORST. COMPANY. EVER.

Today once again we are told, "You will receive a call when your piece is ready for delivery" with no indication of any sort of timeline. I have even asked them to just take the pieces of the bed in my home and no one can help me with that either. For a $4k piece you would think customer service would at least be able to give us a timeline for resolution.

SO after the third attempt, during which I was able to see samples of the rugs, I came home and ordered 2 rugs from Pottery Barn online. Big mistake. I received 3 rugs, one a duplicate. Fortunately, I was not charged for the duplicate. The extra one is large (8x10) and extremely heavy. My husband and I hauled both of them in and are currently storing the extra one in our living room. We have a small house. No garage.

SO I have called Pottery Barn "Customer Service" twice. They have forwarded the issue to a "support department." The "support department" is supposed to "reach out to me" to schedule pickup. I have guests coming and want this unordered rug out of my house! I was told that the "support department" does not work on weekends. But I can climb over this rug on weekends?

I am surprised and upset by the lack of attention to this problem! Pottery Barn has nice, stylish things but their service is abysmal. I will spare myself the trouble and shop elsewhere next time. I shudder to think what would happen if I had defective merchandise and was trying to return it. And, legally, am I even obligated to return this? Could I give it away to a friend or the thrift store? They might come get it out of my living room before my company comes. (Just kidding.)

I never received a call from shipment. I never received a call back from Justin from the leadership team who promised to have this taken care of. I have had to repeatedly call, wasting my own time. After wasting another hour today I was able to get the number to the shipment team and schedule shipment. The earliest available is two weeks from now. This has been the worst customer service experience we have ever had by far.

When I called (have my receipt from my purchase still) I was told there is no record back that far (convenient since they have a record of a different purchase made in April 2010. I was also told by a furniture customer service person and her manager that they consider this normal wear and tear and they will not do anything about it and I should call furniture medic. Ridiculous. They both spoke over me, were rude and could have cared less. $2,000 for a bed and it lasts 8 years? They advertise that the wood is kiln dried to prevent cracks. Well that is a lie. All I wanted was for the side panel to be replaced, not the entire bed. When the manager refused that I even offered to purchase it and was told they don't sell parts. I will never shop at Pottery Barn again or any other company connected with them and will make sure to share my experience in perpetuity.

It came out of the washing machine (delicate cycle) already frayed at the seam and broken in one corner. So essentially, I got one month of use out of it before it started to come apart in the wash. A few weeks later, I washed the cushion covers for the armchairs and because of the poor quality of the sewing inside, they came out of the machine in a tangled mess of thread. The seams are already coming undone and thread is in a tangled web all over the inside. They are still holding together, but I feel that I should not wash them again for fear of worse damage.

Just for reference -- I also own an IKEA sofa with a white slipcover that has been washed numerous times. This has never happened with my Ikea slipcover. I just think it is a shame especially since Pottery Barn charges more than 3 times the amount of money compared with Ikea and claims to have superior quality. I was very disappointed. I paid $700 for my Ikea sofa (which I am very happy with) and well over $1,000 each for my two chairs... $600 for the ottoman. I expect better craftsmanship for that price.

When I hadn’t heard anything for a few weeks, I contacted the store and was told that the order for the replacement loveseat was cancelled because the “furniture department” at Pottery Barn Corporate wanted me to send them PICTURES of the incorrect loveseat slipcover. Never mind the fact that the store confirmed the incorrect item was ordered or the fact that a Pottery Barn employee was IN MY HOUSE and confirmed the love seat was incorrect - they wanted pictures. Also, it’s nice to note that it’s clear that no one at the store was going to let me know that the order was cancelled - which by the way - had been paid for by now.

I was supposed to receive an email with instructions on how to send Pottery Barn pictures. I never received the email and it’s insulting that the company was asking me to go to such great lengths to provide proof that I had the wrong item when it was already confirmed by Pottery Barn itself. Long story short, after complaining bitterly, I was put in contact with the head store manager who still made me take pictures, which I did because at this point, I was over it. Wouldn’t you know it but they didn’t “believe” the pictures and refused to order a new love seat. I’m sorry. What? Head store manager assured me she was going to get this taken care of and had the incorrect love seat picked up from my house and ordered me a new one. I was told the new loveseat would arrive in 4-6 weeks (and that was the expedited time). That was on March 17th.

When the 6 weeks were up, I followed up yet again with Pottery Barn and received a call that the loveseat was in and they would call me the night before delivery date to let me know what time the item would arrive. I took off work AGAIN (third time now) and when I didn’t hear anything by 7:30 the evening before, I called and spent OVER AN HOUR on the phone trying to explain what happened because they could not find the order.

Needless to say, I did receive the CORRECT loveseat the next day - May 2nd. Five months after I ordered the furniture. I did receive a credit for a portion of the purchase and was told I would be receive a Pottery Barn gift card, which I never got. Never again, Pottery Barn. Never again. Done with not only the Princeton store but with the company as a whole. Worst customer service I’ve ever experienced in my life. You should be ashamed.

Prior to buying my sectional I read reviews about the Performance fabric pilling after a couple of months of normal use. I spoke with the saleswoman at my local PB store and told her my concerns. She assured me that PB stands by their products and if I do encounter a problem such as the fabric pilling PB will replace it. Sure enough, shortly after purchase, the fabric started pilling. PB was fantastic about sending me a replacement slipcover in the same fabric. Unfortunately, the replacement slipcover started pilling after a couple of months.

Rather than call customer service, I went to the saleswoman who sold me the sectional and showed her the pilling. She was surprised with how awful the slipcover looked and even made a comment that if PB sold items like this they wouldn't be in business. Right away she called customer service and I was able to put another fabric on order (not the Performance Tweed). When I called to check on my slipcover after 3 months of waiting, I was told the order was "lost" from their system! Thus I had to start over but this time I had to send pictures of my slipcover to PB Quality Control who would determine if I really needed a replacement.

I was confident I would get new slipcovers because no reputable business would find this inferior quality acceptable. After weeks of waiting for a response I contacted Quality Control who told me my request was denied because the manufacturer said the pilling was normal for this type of fabric. I told them I didn't accept their response and I wanted them to review my case again. Again my request for new slipcovers was denied. I was told I could purchase their shaver (which they recently added because many customers are having this same pilling issue).

I didn't accept their "solution" as shaving the fabric on the entire sectional isn't something I want to do every month. There's not going to be any fabric left if I have to keep shaving it! Frustrated and angry, I took my slipcovers to the District Manager of my local PB store. He couldn't believe the poor quality of the fabric. He told me to send him an email with pictures of my slipcover and he'd take care of it. That was 5 months ago and I still haven't heard a response. This sectional was an expensive purchase for me. I'm not asking for a whole new sofa. I just want a new slipcover. It doesn't cost PB much to send me a new slipcover and keep a long time customer. It saddens me that I will make sure to avoid this company because they clearly don't stand by their products.

She also told me a supervisor would contact me in the next 24 hours. I have no hopes of seeing this couch that we spent good money on. What a waste of time and money! The estimated delivery dates keeps changing along with the non-existent status of the couch. The support people keep telling us that they are "calling the vendors" to check but I honestly think it was lost or NEVER MADE AT ALL. What a scam! This is false advertisement as your website states that this couch would ship in 4-6 weeks. It is now over 2 months!

After not receiving a confirmation of my order in my email, I called Pottery Barn on Tuesday, May 1st, and was told that the order had been deleted and that they would contact someone in their order editing department and get back to me. They did not. I called today and after getting the run around for almost 2 hours, was ultimately informed that someone else had used the card to place an order and that the gift card only had $37.00 left on it. The only other person that had access to the information on the gift card was the customer service person that "helped" me with my order. I was told that there was nothing that could be done about it. I called and left a message with their fraud recovery department.

I called again to speak with a manager, explained to the customer service person again in detail about the situation and was told that she would need to investigate and call me back. I have called this company a total of 5 times, spoken to 6 different people, invested more than 4 hours waiting on the line for an answer. The last 3 calls, I've specifically asked to speak to a manager and have been disconnected, left on hold, or been told someone would back to me. This company has completely and utterly contemptible business practices!

By this time, I didn’t want it anymore but there was nothing I can do to stop it from being shipped as no one replied to my email or called me like I was told they would. Furthermore, when I made my first call to them after I saw the tracking number said not found, I noticed the price had dropped over $100. I asked for a price adjustment since I hadn't even received it yet and in fact it wasn’t even shipped and was told “we don’t do that”. They lost another customer.

Unfortunately, after the second set were delivered, they refused to give me my money back making me take a store credit instead stating that because the original set had been paid for by the designer, they couldn’t give me a refund, that I had to get store credit instead. Now I am stuck with a $3000 gift card that I don’t even want or need. I thought about buying a dining table but I can’t even get that until Aug 2018 and it’s April 2018! It also takes me a 30 minute hold to speak to customer service and they refuse to help! What has happened to PB?! No logic, understanding, customer service or sense! I plan to fight this to the death and am so disappointed. Just be warned, if you choose to order from PB, you might be sorry!

We got past that and back to the shipping. She told me that I wasn't paying for return shipping but for a return label. To me, that's part of the shipping but she continued with the semantics-"no it wasn't shipping it was a label". She then said that she saw nowhere that I had already printed a return label when I was staring right at it. I finally told her I'd pay the money just to get off the phone with her. I got her name ("Theresa") and quickly sent them a Facebook message with my complaint. They responded quickly and said they would pass this along to "higher management". How can a company stay in business with this kind of horrendous customer service? It's pretty basic- you don't argue with and make unfounded accusations with a customer. Waiting to see if they will still charge me for the shipping label to return a defective item that was cheaply made.

She argued back and forth with me that I was not being charged to return the item, but they would deduct money from the refund for the label. I had printed the label, and she stated that she did not see anywhere where the label was printed. I told her I was looking at it. She then told me that she couldn't find the order # and it was invalid, so I gave her the number for the 4th time and she found it. An absolute nightmare. This went on for 15 minutes. I just said, "Forget it, just charge me for the label so I can go on with my day." Pottery Barn... Train your customer service reps as I will never order from you again!

Do yourself a favor and pay more for Restoration Hardware or Arhaus. I will be canceling my PB card and no longer using them for anything. Not even a pillow - I am done. Never in my life would I expect to wait 6 months for furniture. It’s unbelievable. I probably will find out soon that they are no longer making these pieces and will be back to square one. And and they never notify me via email when I get a new delay... I have to log into my account and see it myself. I would never have even known this if I wasn’t on top of where my order stood. Horrible customer service. The worst.

The Customer Care Leadership told me that she will take care of anything, nothing has been resolved and now is almost 3 months since we first paid. Now let’s make the math, today is April 3rd, I have not heard of any update from them, and calling them is as useless as that Customer Care Leadership title. I think it is time for a refund. Please Pottery Barn "Customer Care Leadership" do not answer this post with a “Very Sincere” apology, just stop doing this to your new clients, the old ones will never come back.

A sofa was delivered, but not the sofa we ordered - not even close. Immediately, I called Pottery Barn to sort out the delivery, assuming it was simply a mix up. However, it was far more complicated than that. Our sofa was nowhere to be found, and instead of getting an apology with a quick solution, I got the runaround. I was made to feel as if it was OUR fault and very little was done to smooth over the situation. I spent five (yes five!) hours of my already busy day trying to figure out what to do and how to resolve the issue. I was finally put in touch, after much threatening, with a senior level customer service agent who helped me to "resolve" the issue.

She reordered the correct sofa, offered us a discount for the major inconvenience, and told us we could hang onto the incorrect sofa until our new sofa arrived. But, we were still stuck with an uncomfortable, incorrect sofa for the remainder of the year. Also, we were told the sofa had to be in excellent condition upon pick up, or else we would be liable for the sofa. Keep in mind, we have two young children and were expecting guests, where anything could potentially happen to the sofa, even with using caution. We were given another 8-10 week window and so waited... Another 10 weeks pass and we receive a call that our sofa is ready for delivery (finally). I arrange my day to accommodate the delivery and the sofa arrives! But once again, it is the WRONG sofa. Same exact mistake. Unreal.

As you may expect, at this point, I am beyond angry. 20+ weeks have elapsed and we still do not have our sofa! They take away the new sofa and I contact PB customer service again. Another two hours of my time lost on something that is the fault of their own. After threatening legal action, I am finally put in touch with Tye, a PB senior level customer service rep, who I will be honest, was lovely. She immediately went to work to sort the issue out, which should have been dealt with the first time. After some research she finally concludes that the sofa was being ordered correctly, but the manufacturer was receiving the wrong sku and actually making the wrong sofa, twice.

Great! Problem solved right!? But too little, too late in our opinion. At this point, we don't care about the solution and have lost faith in Pottery Barn as a whole. We chose to cancel our sofa order because we lack the confidence that the correct order would be delivered. Plus, we have no interest in waiting another 10 weeks for delivery.

We have since ordered a sofa from another retailer. We are now waiting for the first sofa to be collected with the promise of a full refund and small credit for the inconvenience. PB has reassured us that we will not be responsible for the cost of the original sofa and that we'll be fully credited for the refund, but not until the sofa is picked up and returned to the warehouse, where it will be reviewed for damage. I've had to make five phone calls just to get the pick up confirmed. Twice I waited 20 minutes to speak with someone before being disconnected.

This is not the first time we've had extensive delivery delays, back orders, wrong orders, or incomplete parts or items delivered with the William Sonoma brand. We are incredibly discouraged as WS customers and are reluctant to continue our business with these brands. We realize that the system cannot be perfect, but two incorrect sofa deliveries? How does that even happen? And when is does happen, you'd assume they'd be jumping through hoops to ensure they keep their customers and that it doesn't happen again.

My personal advice, if you are reading this review, I'd consider looking into other brands for purchasing special order furniture from Pottery Barn. Although more expensive, we ended up ordering from Arhaus based on better customer reviews. We have yet to receive this order, so we wait with bated breath. Unfortunately, The Pottery Barn we used to know and love seems to have dissolved and has been replaced with poor quality and customer service. I hope they read this review and make the necessary changes to their company to ensure this never happens again.

Two days ago (3/27) I received ANOTHER email stating that the furniture delivery date is now delayed till June (6/6 - 6/20). I called customer service that same day because obviously this was unacceptable and spoke to Kerry. He seemed very understanding and even a little baffled as well that a 6-8 week made to order item has now become a 4 month wait period. He said he would send a message to the vendor and work on getting the item expedited, if possible. I was told to call back in a couple of days to find out the vendor’s response. So I just got off the phone with customer service (3/29) and was told the vendor replied that the fabric I chose was “backordered” until April 18th. What I don’t understand is why would the Pottery Barn website have this fabric listed under the 6-8 weeks option if they apparently didn’t even have it in stock?

Obviously upset, I asked if there was a way the fabric could be changed to one that obviously was in stock, if it’s possible to cancel the order, or if I could be given the vendor’s contact information or to someone else who could be more helpful. The girl I spoke to was not reassuring at all and was pretty unhelpful. She said there’s no way it could be expedited, she could try to cancel the order but it’s not guaranteed, and didn’t know if there could be any changes made because they didn’t know what fabric the vendor had in stock. When I asked to speak to someone else who could directly help with this situation, I was told that there was no one else that could help out and she would document what has happened. She offered to remove the shipping and handling charge once the order was complete but said she didn’t know when that would be.

If I knew it was going to take this long I would have either chosen a different fabric or just gone somewhere else for furniture. The girl was not very helpful, just apologized, and said to call back after April 18 to see if the fabric came in. Obviously this is not a very good solution and I’m even more frustrated with the situation because apparently no one from Customer service can help because they don’t have any further information. A large majority of the furniture and decorations pieces I own is from PB and this is probably the first and worst experience ever. What makes things more frustrating is I no longer have a living room set because I was waiting for this to come in and it looks like I’ll have an empty living room for the next 3 months.

I asked to speak to a supervisor. She put me on hold for a lengthy period of time. Called back and was disconnected while I was on hold waiting for a supervisor. Called back again and was transferred to Adriene the supervisor/team lead. She gave different options. She asked why I refused the order and I told her b/c that is what the delivery company said. I ordered "WHITE GLOVE DELIVERY!" I said I ordered from Pottery Barn and expected them to provide solutions. She said I could wait another 10+ weeks for a replacement OR I could wait to see if it could be repaired. Great! How long for that option. She could not give me a time period.

I asked her if they have SLAs (Service Level Agreements, which is a commitment to the customer on service expectations). No timeline, no SLAs. She said "if I tell you a timeline and we don't meet it, that's a whole other set of problems." Are you kidding me? I am in service. I lead a service team and I expect my service associates to identify with the customer and listen and work on behalf of the customer like the issue was happening to them. That was far from what I experienced. Canceled my order because I have many options. I went with Pottery Barn because I expected a good service experience, a quality produce and support if the product was not satisfactory. I received none of those. Buyers beware.

I have called and emailed and customer service several times and I can’t get a response! This is crazy!!! When I finally spoke to Sheila she said her email wasn’t working... Really for a company as big as Williams Sonoma they don’t have working emails??? I find that hard to believe. I have contacted Consumer safety and they said they will help Me get a response from Pottery Barn! Worst experience I have really ever had! Do yourself a favor and buy from a company that if you have a dangerous chair takes ownership. I get it they can’t predict everything that can go wrong with a chair but really folks. Step it up!

I never did alter the slipcover. With every wash, the slipcover is coming apart. I have contacted customer service, sent pictures and answered all their numerous questions repeatedly. My emails just continue to get passed to the next person with no results. Do not buy any expensive furniture from this store! Since I am getting nowhere, I am hoping this will prevent others from going through the same thing. If that is all that comes of it, maybe they will lose enough business to equal the cost of the slipcover they refuse to replace. Read the reviews, there are many of us out there. Buyer Beware!!!

We worked together to pick out the proper couch style and fabric and quickly after the first meeting, placed an order. Once I received the couches, it was discovered there was a tear in the fabric. The fabric was replaced eventually. We then noticed after the couch was finally put together that the cushion on the right arm chase was way too large for the frame. The cushion hangs quite a bit over the edge of the couch and bows in the middle. I was sent a replacement core... that didn't work. I will also note, it is extremely difficult to replace the core of the chase. The L shape is very hard to work with. Definitely not something the customer should be expected to do. The cushion still bows and is too large for the frame.

I called and spoke with a rep again, was asked to send pictures again and was told I was approved for another core. I was not thrilled with this option as I have already gone through the process of replacing a core and did not want to do it again, but agreed to it eventually. I received a core today, but it was not for the chase. I am assuming it was for one of the smaller couch cushions. I am beyond frustrated. All of this has occurred since June of 2017 and I am no closer to resolving this matter today than I was when I was first given the defective product.

too much fabric on top. I was offered a second ottoman as a replacement, which I received last week but the colors are so far off I can't use it.

I have talked to many customer service reps throughout the process (10 months in total) and most have been helpful, but no one is able to solve the issues. They have assisted in giving a partial credit until issues have been resolved, etc... but bottom line is, I have a family room filled with furniture that is not AT ALL the quality I have come to expect from Pottery Barn and we are not one step closer to resolving the issue 10 months later. Beyond frustrated and disappointed is an understatement.

Weeks later I still hadn't received the back pillows which were really bad, sagging and uncomfortable. When I called to follow up, I was told the order was cancelled. No one notified me it was cancelled. When I asked why, they said the vendor cancelled it. The "customer service" department changed their mind apparently and decided they would not honor what the previous employee told me - which was that they would replace the cushions. I AM FURIOUS!

The order was split so they charged me $40 for the 2 small hand towels that came first and the other towels came out to be $200.00. So freakin' deceptive Pottery Barn!!! When I called them of course they gave me the runaround. I finally got through to someone who took my info and told me there would have to be an investigation and it could take up to 90 days to get a result. So, now it's a waiting game to see if they will even do the right thing. And of course if I don't pay off the remaining balance now, PB is making money off me with interest charges. They are seriously one of the most deceptive companies I have ever bought from. No integrity at all. Do not buy from this company!

Additionally I received an email on March 7, 2018 for an order I placed in October of 2016 that it had been shipped. I sent an email asking for an explanation: "Regarding the old order, I am so sorry for error in this email being sent to you now, but the order was delivered back in October of 2016 when you ordered it and is not shipping again. A few random orders were accidentally sent emails regarding orders placed over the past years in error." I find this unacceptable in this day and age of technology and customer service. I do love their products but hope their practices will change.

I immediately contacted customer service and they requested that I send them a photo. Within the day I received a note that I had three options: They would replace it, I could return the entire unit, or they would give me 20% off the total and I could fix it myself. I opted for last option and actually tried to fix it myself. Unfortunately, because of the way its situation and I have a bridge on top, I cannot pull out the bottom cabinet without major issues. I was surprised to see how many screws and how secure each cabinet was made. I have two hinges on each door and each hinge has six screws. I opted to leave the drawer it the way it was. I was pleased with Pottery Barn's immediate response and their willingness to make it right. I have seen so many negative reviews and perhaps it is the particular customer service person who makes a bad call. Luckily, I'm very pleased with my purchase and the final outcome.

To no one's surprise, the bed never arrived and it got to the point where they then offered it to me complimentary ("something that Pottery Barn never does") so I was "lucky". But this bed was defective as well! I got no response from Mitchell ** for months. Furniture specialist came out too and agreed that it was manufactured incorrectly and PB would have to replace it. After contacting them, I was told "no one came out to my home and it wasn't in the records" to which I offered to send emails and voicemails to confirm they did in fact come. Again, I was told they would look into it and after weeks no one called. I reached out multiple times and obtained the same response time after time.

Finally in January of 2018 (yes you read that right... over a year later) I spoke to a very helpful individual William ** who went above and beyond to investigate every last detail. He was in agreement that something needed to be done about this and sent an email to PB rep and supervisors with all of the information shared and emails I sent him. He included every single person involved in my case in that email and surprise a month later and no response. Once again, the customer had to reach out and spend another 3-5 hours on the phone (at this point I literally had to take a vacation day whenever I needed to call them which the amount of days would amount to about 7 of those beds now). My goal was never to obtain a free bed but to have PB know that they must right their wrongs and it is not okay to treat customers like this.

because it is unstable per the pottery barn team. It's like winning a car on whee of fortune and being told it can't run. What's the point of it being free.

I applaud William ** and Stacey (supervisor) for their time and understanding and hope they will be able to lead a training with the remainder of the team on customer service as they were the only ones who cared about my situation and not just the money. I will never shop at pottery barn again and will have fun staring at my free bed that can't be slept on. I had to give one star or else I would give none.

When I called to reschedule, I was told, by a customer service agent, that I would have to wait another week (+two days). I explained to her my situation and she basically told me that that was too bad. That that was the next time that a truck would be in my area. She then transferred me to a PB rep who was very pleasant but essentially said that she couldn't even call them to see what she could do.

I have a hard time understanding in this day of extreme communications how that could be. It appears that once PB has their payment, they do not wish to assume any responsibility for the follow-up of the items that have been purchased and paid for by the customer. They seem to employ customer service reps for no other purpose other than to express "I'm sorry". Let me add this also, I am in my late sixties now and have NEVER written a complaint before in my life. I hope that the next potential customer might read this before purchasing from Pottery Barn if they are at all concerned about receiving their purchase in a timely manner.

I immediately contacted customer service and they were apologetic and said that they have had problems with the performance tweed fabric and wanted to send me a shaver (just like several others I've read about) so I could shave the pills away. I said NO THANK YOU. I didn't buy a 5K sofa to have to shave it...not to mention it's not good for the life of the fabric. I was asked to submit pictures and I did - over 3 weeks ago. I received no reply to my emails letting me know they got my pictures and even worse I emailed asking for someone to acknowledge my email so I knew what was going on and no reply to that one either. So, I've been calling customer service and they have been very nice but I know nothing more than what I knew three weeks ago.

So, here's how it breaks down. $5,000 for a custom made sofa with fabric that's supposed to be performance certified. Two months after delivery, it is pilling like I've had it for 5 years, the back cushions look just as old because they are not staying fluffed (oh and I have been flipping and rotating my cushions every other weekend like I was told to do by my sister and the nice sales lady at PB who I have also reached out to to let her know what was going on and she has informed her manager as well) and there's a hole in the seam between the piping and the cushion. I can't get anyone to contact me back, every time I call they say it will be 5-10 business days until I hear from someone. Well 5-10 business days come and go.

I called again today (March 3, 2018) and yet again got someone who told me it would be another 5 business days until someone called me back. I told them no way. Not waiting another day. This is ridiculous and I am shocked that Pottery Barn is ok with this. They don't care about the customer nor their brand! I am appalled and I am so disappointed in their lack of quality and service. I am very well connected in the Atlanta area and surrounding communities and I will be sure that everyone I know hears my story. I suggest that whoever is able to make this right at Pottery Barn contact me immediately. This is an embarrassment to your brand and to me as a long time customer of yours.

After speaking to 7 different representatives over a two day span, which took hours and hours of my time, I finally found out the order was cancelled because I did not choose a thread color for personalization, and I was further told I would lose the rewards. I asked to speak to a supervisor and was told that no one was available, but I could leave my phone number and I would receive a call back in approximately 3 hours. I decided to call customer service and speak to a representative in the credit card department. He verified that the policy of the rewards certificates is that if you use the rewards on an item, then cancel or return the item, you lose your rewards. I was a little dismayed by his attitude that $100.00 is not that much to lose.

However, he said that in this case I did not cancel the order, Pottery Barn did, so I could file a dispute to get my rewards reinstated. I did that today and was told that it could take up to 90 days to get a reply, and there is no guarantee they will honor this certificate. I reordered the item that is a gift for my granddaughter, and I am now beginning the up to 90 day wait for a response. I applied for this credit card in the store when placing a large order after being told that I would receive $25.00 in credit rewards for every $250 spent. However, I was never told that it would come in a large increment (my reward being $275.00) that had to be spent all at once or any unused portion would be lost, or that if you return an item you purchased with the reward you would lose that reward.

Based on all of the complaints I see, I would recommend that Pottery Barn find a way to revamp their credit card rewards program to work better for their customers, and for their customer service department which seems to be unable to handle simple issues such as mine. I would also suggest extensive training for their customer service representatives, as the majority seem to be lacking the simple people skills necessary to do their jobs effectively.

I've called so many times and tried to talk to Richard in delivery quality because that's who the Pottery Barn manager told me to ask for and he is never there to always busy and can’t come to the phone so I'm stuck with a new representative every time and I have to explain the horror story every time. Everyone is lost and doesn't know or can't read or doesn't want to help. I had to send them my own photos several times because they "never" got them. Who knows what happened to the photos the delivery man took and uploaded. This has been a huge headache and time-consuming issue for me. I will NEVER EVER buy from Pottery Barn again and I will make sure all my social media friends know how bad the customer service is when you need them.

When I called, they said that they would give me free shipping off the purchase of my next couch. I thought that was fair. At this time, my new couch should be delivered. I had called on Monday, February 12, 2018 to check the status. At this time, I was told I should have received a call that part of the sectional was back ordered until some time in March. When I asked to speak to a Manager to try to get answers, the man I spoke to was so unhelpful, rude and had no sympathy. I couldn't believe I was actually speaking to a manager in the customer service department. Not only was I never informed that part of my order was on backorder but the man I spoke to told me that I was receiving enough discounts. Enough? How do you figure?

I was receiving 25% off for the Friends and Family promotion that was taking place at the time of my purchase; I was receiving free shipping because the first couch I ordered was delivered incorrectly. I should be grateful for this? Not one person has ever contacted me about this order. I have to call periodically and check on it. I can't believe that this is Pottery Barn. When I spoke to the man on February 12th, I told him I wanted to cancel this order and he laughed. He said, well unfortunately it is a custom order. That's not happening. I asked to speak to someone higher than him and he told me that he would have someone contact me in 24-48 hours. I have YET to hear from anyone.

On Monday, February 19th (it had been a week since my last conversation), I decided to now write to Pottery Barn Customer Service. At this time, no one has reached out to me. I am being ignored and paying on a couch that I never received. If I don't pay my POTTERY BARN CREDIT CARD, I will be hit with late fees and my credit will be affected. I am in tears. This is unacceptable! We have had friends and family over and everyone is in awe that after making an order November 8th, we STILL don't have a couch or an idea of when it will be here. I have been a loyal Pottery Barn customer for years. I feel I have been taken advantage of, fooled and mistreated.

The numerous times that I have called about this problem, I have had several representatives say they can't believe this is happening. I am begging for someone that can make something happen to please contact me. Today I checked the status of my order and it says it will be delivered today at the latest. Mind you, when I first placed the order, it said that it would take 6-8 weeks. Please someone help me.

Even though I had only unzipped it TWICE!!! They said this falls under normal wear and tear. When I explained it should last a lot longer than being unzipped twice they said it wasn't their fault and that I would have to have it repaired or pay to replace it. I was hesitant to buy PB furniture because I had heard stories of their poor quality. When I discussed this with the sales rep, she assured me they would stand behind their product. She didn't mention it was only for a year. I feel bad for people that have to work for a company that doesn't stand behind their product. I will surely be going to the store and expressing my extreme frustration over the service and lack of quality. I would never recommend anyone buying from this company.

My last purchase was not delivered properly - they were able to deliver half of the item but not the remainder. I should have told them to take the half with them and canceled right then!! Instead I waited another 3 weeks for the rest of my item, and today got a call from the shipper that the "remainder" is in 2 pieces and they now cannot fit both pieces on the truck, so they will need to push out the delivery even further. The item being delivered is to match another piece I bought and I'm now trying to return all of it and be DONE with Pottery Barn, forever. With this type of service, I doubt Pottery Barn will be in business much longer. From now on I'll just shop at a local furniture store, SO much easier!

I have spoken with at least 8 different Customer Service Representatives (I have their names and extension numbers) and still no resolve. Each of these reps have assured me they would follow up, but yet I've haven't heard back from any of them except one... And she still hasn't resolved the matter. She copied me on an email she sent to her supervisor on February 10, 2018. This supervisor, Corrie, has yet to reach out to me. This lamp and shade were ordered for a client project.

The time I have wasted trying to resolve this matter has cost me endless money. My time is valuable. I've even suggested they credit back the cost of the lamp and shade to my credit card and allow me to donate the lamp and shade to a reputable charity. I've gotten no response on this suggestion either. At this point, I'm ready to take this to the next level. To know that such a large company claiming to have "simple returns" can't handle one simple task and continues to let this matter fall through the cracks is so disappointing and absolutely ridiculous.

I was told on the phone last week (after several emails without response - see below and multiple phone calls) that the team that is going to perform the work would be calling me ASAP. Do you guys get my emails? Do you know how to write responses? They are really quite simple and effective forms of communication. I am tired of wasting my time with this... JUST MAKE IT HAPPEN. Thank you.

My second go with customer service and now I'm being told that you have it Maryland and again I am told to call the store in Maryland. I can't tell you how disappointed I am. I now have a rug in my living room and no matching rug for the dining room. If I was told at the time of purchase that I would have to call to locate the product you sold me I would have never shopped in your store. I will never ever shop at Pottery Barn again. No longer a customer.

Long story 5 weeks go on, 4 more 45 min calls no tracking on computer for sofa. Their answer must be in a trailer, should place another order. New delivery date would be 1 year from the original order. Barely a discount for my time, frustration. A neighbor in the new development I purchased in ordered 5 pieces from Pottery. Leather sofa same style. Got her call for delivery. Showed up with 3 out of the five items. No sofa. She knew of my troubles. Sent the three items back because not complete delivery. Took three phone calls of at least if not more time and 3 weeks to get her money back. Beware West Elm, Pottery Barn owned same company. Their shipping software has problems. At the same time my sister waiting on delivery for West Elm two appointments and no furniture to deliver. They are having major software furniture delivery issues and tracking.

Never get the same supervisor so the story is retold every time you call. I use to be a fan of these stores. I am a designer and Restoration Hardware knows customer service and customer satisfaction 50 times better than these stores now. If you look at my timelines I was a patient customer. No more purchases from Pottery Barn or West Elm.

3-5 business days passed, I contacted your customer support only to learn that they canceled the refund from being issued because the vendor hasn't received the couch yet. A couch that is in your warehouse that I have never received. In other words, if the couch sits in your warehouse for a month before it gets sent back, I will not receive my refund. The agent I spoke with on 2/14 said she would call me back in that same evening once she and her manager verified the matter with the vendor - I did NOT receive a phone to even update me on the situation. This has been the worst service I have ever received for a purchase that cost me over $3,000.

So here is my experience. I just purchased a home and have to furnish over 3,000 square feet of space. I have just started decorating my new home and already have had a mishap with Pottery Barn. I have a lot of decorating to do, and even though I just started and was going to purchase a few things from each of their sister companies. Through this one experience they will no longer receive my hard earned money. This was my first experience with the Pottery Barn and it will be my last experience with them and their sister companies. If they only value me enough to issue me merchandise credit of $60. Then I can spend the rest of my time and money with other companies that do take care of their guest. Restoration Hardware, Wayfair to name a few that have my business.

After having this experience I have started shopping around only to find there are other companies out there that have similar items and for less cost. I truly do not feel valued, I feel cheated out of my hard earned money, I feel that this is not the way to conduct business, and feel their policy needs to be transparent to their customers before purchase is made. I hope this will help other consumers out there with a decision on taking a chance on a company. I should have did my homework before making a purchase with Pottery Barn.

They offer me my shipping chargeback, wow $200 for all this time and work I’ve been having to do, thanks. This started in December it is now February and I’ve had no bed to sleep on for two months. I paid over $6,000 for a bed set I still don’t have. Not to mention the tens of thousands of dollars I have spent with the company and no one seems to care that I still don’t have my bed set. Never again will I order furniture from Pottery Barn. I waited over 20 min to try and get a supervisor on the phone yesterday and still never got to speak to one. Pretty pathetic for such an established company. I still have no guarantee if my bed is even in FL yet.

I am now on day 3 and the rug has stained an orange/brown color and looks absolutely terrible. I have researched every way to care for the rug and all state that the jute rug is easy to clean. Will last forever. And should not stain. I am not disappointed in Pottery Barn at all but I am now sitting on a $400 rug with a nasty stain on it. I wish there was something that could be done. For anyone in the market for a jute rug... don't buy it.

The dresser, nightstands and chair were delivered on December 1st. The deliver of them was fine, but a few days later, we realized that one of the inner screws on one of the dresser drawers was stripped out and ripped through the wood, which was the reason why it wasn't opening as it felt like it should. Not a huge deal, but definitely a problem. The nightstands and chair were fine.

Our sectional was delivered on Jan 9th, 2018 and that is where the real trouble starts. The sectional is huge, and doesn't even come close to fitting in the space as designed by their designer. Furthermore, there are huge gaps in both the seat and back cushions, and there is a sharp nail that is just about to poke through the material on the back side. The color of the sectional does not match with our walls, (which, like I said at the beginning, we provided to the designer) and the material is a velvet, which is not going to be family - or dog-friendly, even though we told the designer all these things up front and she assured us would be perfectly fine.

We contacted the store manager (who got back to us very quickly), who asked that we provide pictures of both the couch and the dresser. She was able to quickly generate a return order for the dresser, where she told us that the damaged dresser would be picked up and a new one would be delivered, with a date between Feb 8-22nd. However, because the sectional was a custom piece (I guess because it has to be built, that makes it custom), she had to contact the Quality Team who would then get in contact with us and want pictures and whatnot.

The QT contacted us within 10 minutes of our correspondence with the store manager, and sure enough, they requested the pictures of the sectional. After a week, they responded back, saying that a technician would be out on February 2nd to check out the sectional and re-level it, which should alleviate the gaps. On February 2nd, about 2 hours before the appointment, the technician calls and is very apologetic, saying his daughter's school called in saying she was sick and he had to come pick her up. He asked if we could reschedule for Feb 9th, which we accepted. At this point, the bed was still showing on the website of being available for delivery from January 26-Feb 9th.

Today, February 6th, I called into customer service to inquire about the bed, as we hadn't been called about a delivery time, and the website still showed that it was available to be delivered by Friday. After looking into it, they said that today someone from the delivery service would call to set up the time. A couple hours later, my wife gets a phone call regarding scheduling the delivery of the replacement dresser, which was set for Feb 8th-22nd. They said that the soonest they could get out here was March 6th. Needless to say, my wife wasn't really happy, but it was only a couple weeks past it's scheduled time. She then proceeded to inquire about the bed, which is supposed to be delivered by Friday. They said that the soonest they could get out here to delivery the bed was also March 6th.

So of our order made November 6th, we have a broken dresser, a sectional that isn't anywhere close to what we were promised in terms of design or quality, and are sleeping on our mattress on the floor because we STILL don't have a bed. And to top it all off, everything is bought and paid for. We don't owe Pottery Barn a dime, and they have continued to disappoint. I do not fault the store manager, as she has been very quick in her actions, but I am very disappointed in the quality of service by the in-store designer, the quality of the assembly of the dresser and sectional, and the waffling of the delivery times by the delivery company. I'll update the review once we see what happens with the sectional on Feb 9th.

She told me my credit will show in 3-5 days on my credit card for the table I canceled in December (a week later nothing). She did get me online with the company that will pick up my damaged couch but what concerns me is they are going to take my couch tomorrow when will I see the credit... Guess I have to call and wait on hold for another hour of my life to get the same story from customer service? This is not right... I am very very very frustrated and will not shop at this store ever again.

The customer service rep also told me that the pilling was a common issue with the couches and instructed me to take photos and send them to her which I did. The following day Jan. 16 I sent her another email requesting that someone come out to see the couch because I felt the photos from my phone would not sufficiently show the pilling because the fabric was a light color. Jan 17 she wrote back saying she requested a "medic" come out. January 24 I wrote her again to say it's been over a week and no one has contacted me. Same day she replied that they are behind on requests. On Jan. 28 I still had not heard back and was sensing that no medic is actually coming out to inspect the couch. I then emailed the original guy that actually ordered the couch for me at the Flatiron store, I explained that I was getting the runaround and asked for his assistance--til today (Feb. 4) I have still not gotten an email back from him.

On Jan 30 I called the Flatiron store asking to speak with the store manager, I was told that the store didn't have a manager!?! I was able to speak with an assistant manager (he said he was one of many) and I did get his name as well. I explained the whole story to him and added that I did not think I should be talking to the manufacturer in any case because I purchased the couch directly from Pottery Barn, and no less using a Pottery Barn credit card. As far as I am concerned I shouldn't be dealing with a 3rd party that doesn't know me.

In truth, I now believe that I was being told a BS story about dealing with the manufacturer. He also instructed me to send him photos, which I did, and have also never heard back from him as well. Pottery Barn has gone to great lengths to be evasive, and to ignore all my requests whether by phone or email. It has been 3 weeks since my initial contact. I am very disappointed in the unprofessional manner this company handles complaints. The fabric that the couch is made of is very cheap and not worth the almost $4000 I paid for this piece of furniture.

I call the store to ask if I can wait until the top comes in so that I only have to make one 1-hour trip to Albuquerque to pick up my new desk. The answer was "no" and I should pick up the base immediately. It's a bit ironic that I can wait patiently for 8 weeks for half of my desk to arrive but PB cannot wait until the rest of my desk comes in for me to come pick it up. Where is the customer service??? It is now February 4th with no communication from PB. Where in the heck is the top to my desk? I did pick up the base but now it sits incomplete in my office. Still waiting...

Customer service sent me an email later that evening when the chandelier was delivered asking how my experience was with their vendor. I expressed in the review everything my husband dealt with. Within one hour a PB customer representative called me and gave me a sincere apology with a refund for the shipping charges on the item. The chandelier came in perfect condition and I absolutely love it! Overall, I am extremely impressed with their customer service. I have recently purchased a sofa from PB so I will type another review on that to let people know how my experience goes.